IEKM: A Model Incorporating External Keyword Matrices
This work addresses domain adaptation and hard negative sample issues for customer service platforms, but it appears incremental as it builds on existing Transformer methods with external keyword integration.
The paper tackles the challenges of domain adaptation and distinguishing hard negative samples in text semantic similarity for customer service platforms, resulting in an F1 score increase from 56.61 to 73.53.
A customer service platform system with a core text semantic similarity (STS) task faces two urgent challenges: Firstly, one platform system needs to adapt to different domains of customers, i.e., different domains adaptation (DDA). Secondly, it is difficult for the model of the platform system to distinguish sentence pairs that are literally close but semantically different, i.e., hard negative samples. In this paper, we propose an incorporation external keywords matrices model (IEKM) to address these challenges. The model uses external tools or dictionaries to construct external matrices and fuses them to the self-attention layers of the Transformer structure through gating units, thus enabling flexible corrections to the model results. We evaluate the method on multiple datasets and the results show that our method has improved performance on all datasets. To demonstrate that our method can effectively solve all the above challenges, we conduct a flexible correction experiment, which results in an increase in the F1 value from 56.61 to 73.53. Our code will be publicly available.